Marketing & Customer Support

Senior Support Specialist

Job Summary:

  • Location: Santo Domingo [WFH]
  • English: Advanced
  • Salary: RD$70,000
  • Schedule: 8:00 AM-5:00 PM, Monday to Friday

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

You will be part of a unique opportunity that will shape the future of IT at Supernus. The modern technology stack planned by the Supernus IT Management Team will help you grow your career in IT, as well provide growth at Supernus.

Essential Duties & Responsibilities:

  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
  • Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
  • Develop and lead new user IT orientation, onboarding, and training program.
  • Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
  • Strong sense of ownership and accountability to identify tasks and see them through to completion.
  • Maintains knowledge base and works with management on creating/updating standard operating procedures.
  • Provide guidance and explain policies and procedures to IT support staff and end-users.
  • Schedule and proactively manage regular hardware and software upgrades for employees.
  • Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
  • Work closely with Supervisor of Support Services on special projects.
  • Collaborate with the IT and business manager(s) to brainstorm on ideas and strategies to enhance excellent customer experience in the organization.
  • Design and update IT products or services offering.
  • Install, test and configure personal computer devices, peripheral equipment and software.
    • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
  • Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
  • Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
  • Identify and implement improvements on procedures and processes.
  • Actively participate in change control meetings and system maintenance activities.
  • Performs other duties as assigned.

Supervisory Responsibilities:

  • Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
  • Mentor, train, and groom junior members in the support services team.

Knowledge & Other Qualifications:

  • Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
  • ITIL Processes Knowledge.
  • Hands on experience with incidents and requests ticketing system (FreshService or ServiceNow)
  • Capable of lead innovation initiatives, process improvement and standardization within the IT organization.
  • Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
  • Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
  • Hands on experience setting up and troubleshooting mobile devices.
  • Experience with Endpoint Client Security software.
  • Ability to pay attention to time management, as well as possessing analytical skills.
  • Ability to showcase good leadership skills to carry team members along.
  • Proficient in the English language (speaking, writing and comprehending).
  • Ability to work weekends if needed.

Supplemental Qualifications:

  • ITIL 4 Certification.
  • COMPTIA A+, or Network+, or Security+, or HDI Certification.
  • Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
  • Hands on experience with Mobile Device Management Platforms.
    • Jamf, Intune, AirWatch
  • Help Desk oversight experience.
  • Project management experience.

Other Characteristics:

  • Customer-oriented and patient.
  • Detail oriented and ensure all issues/ are recorded and acted upon.
  • Must be flexible and adapt quickly to change.
  • Must be creative, and be able to motivate, coach and lead others.
  • Ability to multitask and maintain focus on all areas of responsibility concurrently.
  • Live by Supernus values: commitment, caring, integrity, and innovation.
  • Authorized to legally work in the United States without visa sponsorship.
  • Candidate should be comfortable moving though out a five floor, connected two building complex.

Physical Requirements / Work Environment:

  • Position may require prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, and bending; the ability to push, pull, drag and/or lift to 35 pounds; normal manual dexterity and hand/eye coordination; repetitive hand movement using a computer keyboard and mouse.
  • Required to have close visual acuity to perform activities such as viewing a computer monitor and reading.
  • The worker is not substantially exposed to adverse environmental conditions.

by Carl Trinidad

Social Media Administrator

Position Summary:

The Social Media Administrator is responsible for managing and enhancing the company's online presence across various social media platforms. This role involves creating, scheduling, and analyzing content to engage target audiences, build brand awareness, and drive traffic to the company’s digital channels. The ideal candidate is creative, detail-oriented, and possesses strong communication skills with a deep understanding of social media trends and best practices.

Job Details:

  • Work from home
  • Monday to Friday | 10 AM to 7 PM
  • *Following Philippine Holidays

Responsibilities:

  • Develop, curate, and manage published content (images, video, written) across social media platforms including Facebook, Twitter, Instagram, LinkedIn, TikTok, and others.
  • Create engaging and relevant content that aligns with the company’s brand voice and marketing objectives.
  • Schedule and publish posts using social media management tools (e.g., Hootsuite, Buffer, Sprout Social).
  • Monitor and respond to comments, messages, and mentions in a timely and professional manner.
  • Foster positive interactions with followers, addressing inquiries and managing feedback or complaints.
  • Assist in developing and implementing social media strategies to increase brand visibility, engagement, and follower growth.
  • Collaborate with the marketing team to align social media initiatives with broader marketing campaigns and company goals.
  • Stay updated on industry trends, emerging platforms, and best practices to continuously improve social media efforts.
  • Track and analyze social media performance metrics using analytics tools (e.g., Google Analytics, platform-specific insights).
  • Prepare regular reports on key performance indicators (KPIs) such as engagement rates, reach, conversion rates, and ROI.
  • Assist in planning and executing paid social media campaigns, including budget management and ad performance tracking.
  • Collaborate with the design team to create visually appealing and effective promotional materials.
  • Monitor and report on the success of advertising efforts, adjusting strategies as needed.
  • Ensure all social media activities adhere to the company’s brand guidelines and maintain a consistent voice and aesthetic.
  • Coordinate with other departments to accurately represent products, services, and company updates.

Qualifications

  • Bachelor’s degree in marketing, Communications, Business, or a related field preferred.
  • At least 2 years’ experience in managing social media platforms for businesses or organizations.
  • Experience with social media management and analytics tools.
  • Excellent written and verbal communication skills.
  • Strong understanding of social media platforms, their respective audiences, and best practices.
  • Creative thinking and ability to generate innovative content ideas.
  • Basic graphic design skills (experience with tools like Adobe Creative Suite, Canva, etc.) are a plus.
  • Time management and organizational skills to handle multiple projects simultaneously.
  • Proficiency in Microsoft Office Suite or Google Workspace.
  • Familiarity with SEO principles and digital marketing concepts.
  • Knowledge of content management systems (CMS) is advantageous.
  • Willingness to learn and adapt to new platforms, tools, and changing social media landscapes.
  • Ensuring accuracy and consistency in all social media posts and communications.
  • Collaborative mindset with the ability to work effectively within a team environment.
  • Focused on understanding and meeting the needs of the target audience.

by Carl Trinidad

Sales Representative

Position Summary:

As a Sales Development Representative, your primary goal is client acquisition through effective scheduling of meetings for our Senior Sales Team. This role demands a proactive approach, exceptional pitching skills, and a solid understanding of IT and SAP recruitment. You will be instrumental in driving our business forward by securing meetings with key decision-makers in the IT industry

Job Details:

  • Work from Home
  • Monday to Friday | 8:30 am to 5:30 pm EST (8:30 pm to 5:30 am PH Time)

    Responsibilities:

    • Lead Generation and Meeting Scheduling: Utilize digital marketing data to identify potential clients and schedule meetings. Focus on engaging with IT Directors, CIO's, SAP Program Directors, and HR Directors to introduce our specialized SAP recruitment services.
    • Client Engagement: Conduct initial qualification of potential clients to assess their needs, whether for specific SAP roles, projects, or exploring new partnerships.
    • Data-Driven Sales Strategies: Leverage intent data and outreach campaigns to maximize meeting bookings and develop a consistent sales pipeline.
    • Performance Metrics: Achieve and surpass targets related to client meetings booked, number of pitches delivered, daily call volumes, and overall phone time.

    Qualifications:

    • Industry Knowledge: Deep understanding of the IT recruitment industry; with specific expertise in SAP is preferred.
    • Sales Proficiency: Strong ability in delivering elevator pitches and closing sales engagements.
    • Relationship Building: Excellent interpersonal skills to foster relationships and quickly connect with industry decision-makers.
    • Strategic Planning: Skilled in identifying target clients and aligning sales strategies to business goals.
    • Team Collaboration: Ability to work closely with Client Services Consultants ensuring a seamless transition and handover of new clients.

    by Carl Trinidad